How to Answer Customer Service Calls

by Charmayne Smith, Demand Media

Your phone greeting sets the tone for the customer's experience.

office phone image by TheSupe87 from Fotolia.com

The way you answer your customer service call can determine whether the customer’s experience is positive or negative. Before you even get the customer’s reason for calling, you must establish a connection with your initial greeting. The greeting you provide your customer can set the tone for the entire call and determine whether the customer stays loyal or chooses not to return.

Step 1

Answer customer service calls within the first three rings. Since the customer's interaction with the company usually starts before you even get on the line, don’t allow the phone to ring forever before you answer.

Step 2

Address each customer as if he is the most important caller. Greet your 100th caller with the same pleasant personality as your first call of the day.

Welcome the customer to your business with a friendly, branded greeting. Greet her with something like “Welcome to XYZ Business. How many I help you?” or “Good morning, XYZ Business.” Provide the customer with an inviting greeting but don’t go overboard, as this could make her uncomfortable.

Step 4

Make sure your tone of voice matches the pleasant words that are coming out of your mouth. Pay attention to your tone and pitch to ensure they reflect a person who is willing to help and serve his customer.

Step 5

Give the customer your full attention. Stop what you are doing when you answer. For example, cease typing or turn away from your co-worker to focus on the customer’s words. Ask her to hold briefly if you need to finish something before you can give your complete attention. Thank her for holding immediately upon your return.

Step 6

Speak clearly and professionally. Avoid using slang words or company jargon. Begin by speaking at a moderate pace and adjust your pace to the customer’s pace once the conversation begins.

About the Author

Writing professionally since 2004, Charmayne Smith focuses on corporate materials such as training manuals, business plans, grant applications and technical manuals. Smith's articles have appeared in the "Houston Chronicle" and on various websites, drawing on her extensive experience in corporate management and property/casualty insurance.

Photo Credits

Have Feedback?

Thank you for providing feedback to our Editorial staff on this article. Please fill in the following information so we can alert the Small Business editorial team about a factual or typographical error in this story. All Fields are required.